How do you measure channel shift or the effect of your channel strategy? Not just web sites but telephony, face-to-face and social media…
You’ve built a web site, a call centre and all those good things but how do you know they’re being used by the right people, at the right time and in the right way?
Is you’re web site delivering the right information or services? Do your contact centre provide the service the citizen expects or are they all npow queuing outside your offices because the other channels are so poor?
How do you know?
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